Specialist - Workforce Planning, Forecasting & Scheduling

1 day ago

Melbourne, Australia Cbus Full time

Specialist - Workforce Planning, Forecasting & Scheduling

About Cbus
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

Role Overview

Cbus has a fantastic opportunity for a Specialist - Workforce Planning, Forecasting & Scheduling to join our team and support the achievement of our service goals. Reporting to the Manager Systems and Telephony, and working closely with the Senior Manager Service Support, this role is responsible for workforce forecasting, capacity planning, and providing key insights to ensure smooth operations. You'll collaborate with internal teams and external stakeholders to drive performance improvements and help shape our Workforce Planning Model.

Key Responsibilities
- Develop accurate long-term, short-term, and intraday workforce forecasts.
- Create and maintain resource schedules (rosters) to ensure teams are in the right place at the right time.
- Monitor real-time performance and adjust plans as needed.
- Analyse and report on forecast accuracy and staffing needs.
- Work with internal teams and external partners to plan staffing and hiring strategies.
- Use data and insights to optimise workforce planning and improve service delivery.
- Prepare reports and contribute to planning discussions.

What You'll Need
- Proven experience in workforce forecasting experience in a complex contact centre environment.
- Proven experience in advanced trend analysis and insights analytics.
- Strong data analysis skills with the ability to create meaningful insights.
- Experience with workforce planning tools, scheduling, and real-time analysis.
- Proficiency in Excel and experience extracting data from various sources.
- Excellent verbal and written communication skills.
- Strong time management, planning, and organisational skills.
- Ability to work independently and collaboratively.
- Experience with Workforce Management Systems (e.g., Genesys PureCloud) is an advantage.
- Superannuation industry knowledge is desirable but not essential.

We want to hear from you

Applications Close 19 March 2024

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.

Job ID 4325914

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